ICracked

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Hello, We received a response from the customer on 10/30/at 4:43pm that an iTech has assisted the customer and resolved the issueThis was recorded on customer ticket XXXXXXIssue resolved Thank you

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ I have spoken to the customer and a tech is currently being sent out to assess the damage to the device so we can proceed forward

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ After going over all the communications between iCracked and ***, the device that was sent to us had a damaged lcd connector so it was not operationalThese kinds of repairs come with no warranty since we can't test the condition of the lcd prior to reconnecting the portAll communications with [redacted] have explained this and it has also been explained what our warranty covers

Complaint: [redacted] I am rejecting this response because: the repair was done unprofessionally and the dirt and peaches of glass under the screen is due to the poor repairThis is not about the funcuanality but due to failed glueI have another iPad as long as this one and never had any issues but it was not repaired by youAlso iPad was taken to apple and apple determined that dirt under the screen due to repair by 3rd partySincerely, [redacted]

After investigating this matter further we have found that our Warranty Department has already sent the device back to the client

(The consumer indicated he/she DID NOT accept the response from the business.)My phone was supposed to be getting repaired for the damage caused by the iTechNow my phone is just going to be returned to me damagedMy phone was not messed up or having any problems before the screen was replacedI don't understand why I am getting my phone returned if it has not been fixedNow I am without a phone again and will have to come up with the repair cost for damage I did not even doThis is ridiculous

Complaint: [redacted] I am rejecting this response because: terms and conditions of lifetime warranty don’t state that it covers parts only and misleadingIf Icraked not sure about daily usage it should not provide lifetime warranty Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Hello, We have informed the consumer of are decision based on the information provided to the warranty departmentThe warranty department does their due diligence on responding to a warranty claim to the best of their ability to assist a consumerThroughout the process some cases do need to be deniedIf the warranty department has done an investigation and found it does not fall under a valid warranty request with the information given to them they will review with a supervisorThe supervisors response is below ---When a dirt was indeed left behind during or after the repair, it should have been noticed within a day or week at the most and a warranty claim should have been filedHowever, it seems the current situation is not the caseConsidering the amount of time from your original repair up to the date when the claim was filed, many instances beyond our control could have happened that most likely caused the issue that you are havingThus, regrettably, we are unable to cover the device under warranty Please be advised that our Lifetime Warranty is intended to protect our customers from any potential functionality or manufacturer defects and as per your repair records, your device was documented to have full functionality when you had your repair almost years backWhen our iTechs completes a repair, we timestamp the condition of the device to make sure everything is functional before it gets passed back to the customerOnce released we'd have no idea what use the device goes through, which is why we are unable to cover any physical or cosmetic issues.--- We absolutely still want to help and don't want to leave you out in the coldIf you'd like, I can set up another repair with one of our iTechs to have the screen replaced or you may take advantage of the discount code " [redacted] !" to receive a 25% discount on our DIY kits.-------- The warranty department handles cases daily and if it is the workmanship of the iTech or consumer believes it is the workmanship and the installation is not done properly, this is something that is addressed in a very short time if not immediatelyWe understand every case is different, but after three years of this being in the consumers possession we do not know how the device is handledAfter time with these devices wear and tear takes a toll by simple daily use Per the warranty ticket, on May 29th the consumer stated ----"reported the issue as soon as I noticed it".---- The agent on May 30th replied saying ------"Upon checking in the system, there's no email that you reported this issue since after the original repair date last Nov5, May I ask if whom did you reported the issue?"----- The consumer responded the same day -----"I didOn reported an issue a year agoI reported an issue as soon as I found out dirt under the screenAgain I said I am not sure how long the dirt is there maybe a year maybe a week.”---- Once again, we try to make the best evaluation with the information we are provided, factoring in the time, the issue and responses, we came to the conclusion this did not fall under our warranty guidelinesThank you

We understand the clients frustration and want the client to know that we are taking her feedback and taking matters into our own hands to rectify the issue and assure that it won’t happen in the futureWe apologize for the lack of communication on our agents part and the delayed repairThe following is a $off coupon code to use on any future repair: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ I have spoken with the technician assisting this customer and from the evidence that they have provided this has been fully resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Tech has reached out to me and the matter has been resolvedMy phone is in perfect conditionIt took longer than it should have to resolve issues but once I got in contact it has been great! Thank you for everyone's help and responseI still think the company as whole should be responsible if techs cannot be contacted but releilved my phone finally works great! Even though I went through a lot to get my warrantee claim I will still recommend this serviceEveryone I spoke to was kind to me and the workmanship is flawlessCommunication with techs need to be better, but overall I'm satisfied with the outcome

We have purchased a replacement device for the consumerThis information has been provided via the internal case with our companyThank you

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ I have contacted the customer and the technician and [redacted] is getting a full refund

Initial Business Response / [redacted] (1000, 7, 2015/05/15) */ The reason that the warranty claim was denied by the technician was because the phone was quite severely bowedWe cannot place a screen on a device that is this damage with constantly going back and fixing it over and over againThis may have also contributed to why it took so long to fix the device in the first place As for the length of time that it took to address the customers warranty claim, she submitted the form after business hours on April 25th, was sent and email saying we received that claim promptly the next day, and then had a tech out to meet her the following dayShe also didn't disclose to us that she was no longer in [redacted] but in **A repair was performed to best of our techs ability, with the phone in the condition it was in

We have contacted and spoke to both iTechs that have been mentioned in this complaintWe have been informed that numerous attempts have been made to repair their customers deviceAs of today 3/23/2016, the second iTech ( [redacted] ) mentioned says he has the device in his possession and will provide it to the original iTech ( [redacted] ) to return to his customerIt would be best for [redacted] customer to contact him to coordinate directly with getting the device backAt that point they can discuss any repair issues or questions the customer has for the iTech

We believe this complaint has now been resolved with this consumer by our Warranty team supervisor and HeadquartersOur team tried to resolve this in a timely manner once the team members in the position to help were made aware of the situationUnfortunately we do not believe it was the quality of the screens we provideWe have strict quality assurance guidelines we provide our vendor to follow, as well as having the vendor test and video every screen sent to us for useWe believe in our products highly enough, what we sell to the iTechs, our company can offer a lifetime warranty on a defective/faulty screen if it is deemed to be so by our quality control teamIf the consumer would like further information on why he was not contacted by a Regional manager or our Founder/CEO please respond to the internal ticket and we can provide further information

Hello,We understand the consumers frustrationHowever, these issues and questions need to be directed to the iTech who assisted with his customer on the repairAs stated in the first sentence on the consumers last response "My phone was supposed to be getting repaired for the damage caused by the iTech" Also written in the first complaint submitted by the consumer which states"when it would be returned to me in working condition he stated it was not his company's fault and he was trying to do good by me to repair the phone at his cost but it would take time."Once again we understand the consumers frustration but these responses are coming to the iCracked Headquarters, our relationship is iCracked HQ provides the independent iCracked affiliate with the tools, marketing, parts and dispatch systemUltimately they are independent contractors, essentially their own businessIf the iTechs direct information needs to be provided please respond to the internal ticket to request that informationThank you

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Contact Name and Title: [redacted] Warranty Assoc Contact Phone: (XXX)XXX-XXXX Contact Email: ***@icracked.com Per our Tradepartment, the check has been issued and customer should receive it within 3-days in the amount of $ The delay on sending payment was that the device was locked by an iCloud accountWhen in that state, unless released or unlocked by the owner of the account, the Tradepartment is unable to process paymentIssue should be resolved

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ We have informed the customer that we do not use Apple OEM parts, we are sorry that assumption was madeAs a third party vendor we do not advertise any where on our literature or website that we offer Apple OEM partsWe can not state that because we do not and can not, that would be illegalAccording to the pre and post checklist,that the iTech completes on every repair, with the customers signature stating everything was working fine after the repair iCracked does not refund monies in these situations, the way the model works is the iTech, who is an independent licensed affiliate of iCracked, uses iCracked parts for repairs but receives full payment from the customer and iCracked does not Recently the customer stated on our internal ticket that he is disputing the charge with his credit card companyIf his credit card company deducts the transaction from the iTechs account, the iTech would be notified of the chargeback directly and would have to deal with that credit card issuer going forwardAfter a repair is completed the iTech would recycle the broken part, if the customer requested it to be removed there would be no part to replace it with We are no trying to provide a massive runaround we are just stating who is the party that receives payment on the repair and that a new part on the device could have a different feel than the original that was used numerous times before Desired resolution: The one to provide that would be the iTech that received payment, if the iTech receives a chargeback as the customer has stated then the iTech ( if he were to agree) could not provide a refund because the funds have already been deductedWe can not provide any device to be returned to the condition when it was originally purchased, that is not possible and the device came to us damaged that is why iCracked was contacted in the first place

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ I have followed up with our Trade In department and they have processed two payments for this customerOne for $and another for the additional $ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)